Owens Funeral Home, Inc.

Review: My brother [redacted] died on Sunday 9/*/14. His girlfriend decided to use Owens Funeral Home. On Tuesday 9/*/14. The funeral home told his girlfriend that after deducting the premiums of $665.00 that the insurance was going to return for a contestable policy that the balance would be $781.41 (under $800.00). That is what she called and said that she needed was $800.00 dollars. Since I was putting up money I wanted an invoice of the services being rendered. I called the funeral home myself and I was denied an invoice since I was not the the person who appeared on Tuesday and signed the papers but I was told the balance was $781.41 or under $800.00 dollars). On Thursday when I arrived at the funeral home to pay my portion the [redacted] reviewed the file and stated that the $665.00 in premiums being returned was not being deducted from the price. Apparently it was an error by his staff to quote that to the family. So now instead of expecting to split $800.00 between 4 people (me, girlfriend, half brother and uncle) $200.00ish each. We now had to split up $1341.41 between the 4 of us. I ended up contributing $500.00 dollars.Desired Settlement: My desired outcome is for Owens Funeral Home to refund me $250.00 dollars. Owens should have honored what was originally quoted. Owens should have eaten the entire $665.00 or at least half. [redacted] is responsible for his staff and what his staff is telling families at an already difficult time. If anything penalize the employee by taking time and $ away from her. ( I know it was a her because he openly chastised her in front of the family regarding the handling of contestable policies).

Business

Response:

October **, 2014

To Whom It May Concern:

Please accept this response to complaint #[redacted] made by [redacted] that took place on September **, 2014. While we regret that this grave miscommunication has occurred, we maintain that we have served the family of [redacted] with the utmost integrity and the highest ethical standards.

The center of this miscommunication revolves around the [redacted] Insurance Policy that was presented a payment for [redacted]’s funeral bill. It should be noted, that in general, funeral homes are not obligated to accept any insurance policy as payment for funerals. It is a courtesy that is extended after contacting the issuing company regarding the likelihood that the policy will pay out. In the case of [redacted]’s insurance, [redacted] informed us that this policy WAS contestable, meaning that all of the terms required for a full payout were not met. In fact, we were told there we $665.35 in premiums that were paid into the policy that was eligible to be paid to the beneficiary once the necessary paperwork was submitted and reviewed. Since, at the time the policy was contestable and they were requesting a review of documents, there was NO GUARUNTEE that the [redacted] Insurance Company would pay the full $665.35. AS a result of t his uncertainty, Owens Funeral Home had to deny using the policy as partial payment for services and had to request that the family use another method top pay. Owens Funeral did not make any claim or submit any assignment to receive any portion of these funds.

We feel it important to call to attention that while [redacted] is the sister of the deceased, she was not the person in charge of any part of his funeral services. [redacted]’s [redacted], [redacted] with the assistance of his current wife [redacted] were in charge of the arrangements. Specifically, [redacted] is contracted to Owens Funeral Home for the selection and payment for the goods and services we provided and [redacted] gave the authorization for [redacted]’s cremation. Since [redacted] was on the periphery of the arrangements, the details as to why the policy wasn’t accepted might not have been made known to her. However, [redacted] was not obligated by contract or otherwise to pay any portion of the services. If she had objection to the amount, she should have not given her $500 over. She should have voiced that concern to [redacted] and refrained from contributing.

In addition, the total funeral bill that was contracted and agreed upon was $1341.41. The Owens Funeral Home was paid $1341.41exactly. There was no overpayment and there was no error made by any of our staff members. The policy at the time was too uncertain for us to accept as payment. It has come to my knowledge that since then, [redacted] has agreed to pay the beneficiary, [redacted], $665.35. We suggest that if [redacted] wants a refund on what she contributed to her brother’s funeral, that she contact [redacted].

We hope that you find our explanation of the events leading up to this complaint clear and concise. If you should have any follow up questions, please feel free to call us.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted] is missing the point of my complaint. My complaint is that his office gave our family incorrect information regarding the balance due. I was told by his office on the telephone that the balance due was $800.00 dollars. My family expected to spilt $800.00 dollars between three of us not $1341.00. [redacted] did not have $800.00 to pay herself that is why we offered to help out. My brother's remains was over a week old and there was a mention of potter's field. Had not his office given out incorrect information my family and I would have been accepting of the correct balance. $500.00 dollars makes a difference when you are not expecting to pay that amount.

I am a widow working two jobs and putting my son through college. [redacted] is responsible for his staff and the information that they disperse to the public. His employee that made the mistake should be punished by paying the different of what was told to us which was $800.00 and what changed at the last minute to $1341.00.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

October **, 2014

To Whom It May Concern,

We regret to hear that [redacted] believes that our response to her complaint did not address her concerns. However, our stance on the situation is firm and we shall attempt to explain our position in simpler terms.

• The amount of the funeral bill for her brother, [redacted], was $1341. That was the agreed upon amount documented on the funeral contract and was the only amount paid to us. The contracted individuals were Owens Funeral Home and [redacted]. [redacted] was not a participating party to this contract and was under no obligation to give any money over to Owens Funeral Home. Any arrangements and/ or stipulations regarding her contribution were between her and [redacted].

• When [redacted] presented the life insurance policy, we accepted it upon the condition that the policy was in force, payable without problem. It turns out that the policy was not without issue because the decedent had not outlived it by two years. The insurance company wished to do a medical investigation rendering the policy unable to be paid out at the time. As a result, we had to deny taking it. This is no different when you go to make a purchase using a [redacted] debit card. The store accepts [redacted] cards under the condition that the funds are available at the time to complete the transaction. If not, the store will ask that you find another way to pay if you still desire the product. All we did was ask for another form of payment since the insurance policy didn’t pan out.

• If in fact [redacted] was told the balance was $800, it was with the understanding that the policy would cover the rest. The policy was not usable so the full bill became due.

• What [redacted] is in fact asking us to do, is to pay a portion of her brother’s funeral because his life insurance policy was no good at the time. ? Unfortunately, we are not willing to do that. Using the example presented above, would you expect the cashier to pay for your bill because your card was declined? We do provide service to documented, indigent people who pass away with no finances and often no family. [redacted] did not present her situation to be the case when she contracted with us.

• $1341 was always the cost of this service. That has never changed. If [redacted], in hindsight, is now uncomfortable with the amount she contributed to her brother’s service, she needs to have that conversation with [redacted]. She should explain to [redacted] that she overextended her finances paying for her brother’s service and she would like to be refunded. After all, [redacted] was eventually paid the life insurance money that was in question, after the life insurance company did their investigation.

We truly, hope the above helps to clarify and questions you had.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

See you in Small Claims Court!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,